Is Octopus getting slow ?

MikeJXE

I always give Octopus my meter readings on the first of the month.

Up to January 2024 a couple of days later I would get the bill online up to the last day of the month of January. 

I have noticed my January bill was dated  6th February and the bill was later than usual.

Now we are March 5th. My DD was deducted from my bank as usual on the 1st 

I don't have a bill yet, my DD doesn't show up yet my balance has gone down

Any ideas what gives ? 

MultiFuelBurner

They have grown too fast and this is growing pains.

Lots of little inconsistencies creeping in.

I forgive them though average 14p kWh for electricity in the past month and for those on gas 4p kWh.

I can forgive a lot for 55% off the price cap rate.

If I didn't have a smart meter though I might move to a smaller more Agile outfit.(Excuse the pun)

coffeehound

MultiFuelBurner said:

If I didn't have a smart meter though I might move to a smaller more Agile outfit.(Excuse the pun)

Until they go bust and Octopus have to mop up their customers.  Again. ;D

Moneysavingchap

Octopus have such a cult following. It's strange. I am a member of the group "Energy Support and Advice UK" and all anyone recommends is Octopus. They're just an energy supplier like anyone else. Yes that might have their positives and negatives like other suppliers but fundamentally they're a business with the same business pressures of customer service, IT like the rest of them.

Chop-D

Yes they are being slow, very similar meter reading and bill dates for me too.

Slinky

Moneysavingchap said:

Octopus have such a cult following. It's strange. I am a member of the group "Energy Support and Advice UK" and all anyone recommends is Octopus. They're just an energy supplier like anyone else. Yes that might have their positives and negatives like other suppliers but fundamentally they're a business with the same business pressures of customer service, IT like the rest of them.

Do you have any experience of being a customer of Octopus?

The thing is though, they aren't like every other energy supplier.  Yes things are a little bit wonky in places at the moment, but compared to the complete and utter incompetence of the likes of Scottish Power, EDF, Ebico etc, all of whom I've had a miserable experience with, they are a breath of fresh air. My usage figures were slow coming through last week, as were others, but that seems to be sorted now.

OP my account balance went down, it took a couple of days before the corresponding pdf bill was showing in my account, but it turned up.  DD's never appear in your account immediately on the day they are requested, just in case the DD is rejected by your bank.

Rolandtheroadie

Having to chase them for a bill every month. This month they eventually billed me, took the money off my balance, then gave me a refund for more than my bill was. 

Gerry1

Moneysavingchap said:

Octopus have such a cult following. It's strange.

No, it isn't.  They're far better than the likes of British Gas, Scottish Power et al.

BG made the same mistake on my account four times, overcharging for several months' usage in the period before I joined them.  Even on the Priority Services Register it could take over two hours (measured) to speak to someone.

About the only time I had to call Octopus (not a complaint, I wanted to switch to Variable DD) they answered in under five minutes and changed the account over straight away.

Bills just couldn't be clearer, and the gas volume calculation is well explained and makes it clear that it's based on my Imperial meter.

Their Kraken billing system is so good that EDF are using it under licence and switching their customers over.

Presumably some former Shell Energy staff have been TUPEd over to Octopus?  Shell had dire customer service, so it may take some time to bring them up to speed.

Anyone looking for better customer service who switches from Octopus to another one of the big boys may well end up being disappointed.

YBR

Yes, Octopus are a little slow having expanded their business significantly recently, and they're not faultless, but I'm another who thinks they're way better than many others. I've not had any problem with prompt billing

Scottish Power and British Gas were dire in my experience. BG refused to bill me more than twice a year, IIRC.

born_again

Looking at Op Feb reading.
Reading on1st thurs
got bill on 6th. So that was 2 working days.
End/Start of month will always be busy times for systems.
DD showing up as a credit in online account has always taken a few days to show up.

Personally.
Electric Smart meter read 03-03 bill received 04-03.
Realised no gas bill inc so submitted a reading 04-03 bill received 05-03

Moneysavingchap

Slinky said:

Moneysavingchap said:

Octopus have such a cult following. It's strange. I am a member of the group "Energy Support and Advice UK" and all anyone recommends is Octopus. They're just an energy supplier like anyone else. Yes that might have their positives and negatives like other suppliers but fundamentally they're a business with the same business pressures of customer service, IT like the rest of them.

Do you have any experience of being a customer of Octopus?

The thing is though, they aren't like every other energy supplier.  Yes things are a little bit wonky in places at the moment, but compared to the complete and utter incompetence of the likes of Scottish Power, EDF, Ebico etc, all of whom I've had a miserable experience with, they are a breath of fresh air. My usage figures were slow coming through last week, as were others, but that seems to be sorted now.

OP my account balance went down, it took a couple of days before the corresponding pdf bill was showing in my account, but it turned up.  DD's never appear in your account immediately on the day they are requested, just in case the DD is rejected by your bank.

No I haven't, I've been with EDF previously without complaint, currently with Eon Next who have been very good, any issues I've had have been very promptly dealt with by their customer service in an efficient manner. The only issue I've had is with their app, it wasn't that great but has been updated now and is much better. 

I see what you mean about British Gas, currently got an issue where they think an account I registered to my address but it's incorrect as I've never had an account with them. Very frustrating!